ComplaintsforParadise Grills

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This counter top was purchased less than a year ago, we have had little to no use of the furniture. When purchased we were advised that this furniture had lifetime warranty. Just recently we were setting up for a small family gathering and noticed the counter was cracked in several places. After inspecting and looking at it closely, it looks as if it has cracked due to heat or manufacturer defect. You can clearly see in the pictures that nothing has impacted the counter to cause this damage. I have called Paradise grills to put in a warranty claim and they came back and said this is not covered under the warranty and I would need to but a new counter top for $3,000. This is completely unacceptable. The sales rep was very clear to us that this has lifetime warranty mind you it has not even been a year. Also the counter top has not even been a year old for this to happen. I am very disappointed and would like it replaced. For the amount of money we paid this should not break the way it did. The company needs to own up to its products.

  Business response

  05/28/2024

  **************** purchased an "As Is" Floor Model unit from our showroom and was delivered on September 14, 2023. His warranty covered workmanship defects for one year from the time of delivery and this was notated at the time of sale. As you can see from the photos attached the area was impacted which caused the damage and is something not covered under the warranty. We have offered to ship **************** a top repair kit as the warranty covers parts and not labor. We have also offered a new counter top at a discounted rate. 

  Customer response

  05/28/2024

   
  Complaint: 21745213
  
  I am rejecting this response because: the fact that it was a floor model it is irrelevant to the fact this is a manufactured defect. Professionals have looked at this and have not concluded that is damage was due to impact instead this is clearly a Manufacturing defect. The company refuses to fix the defect and instead wants to charge me another $2,000+. We paid a lot of money for this table and it was sold to us as lifetime warranty, now all of a sudden its a limited warranty. Sales scam, trick to get people to purchase it. 
  

  They also promised to send me a repair kit, still waiting on that. Not happy with this, people need to know what they are buying, this company is not owning up to their product. 
  
  Sincerely,
  
  *********************

  Business response

  05/30/2024

  As notated the warranty covered workmanship defects for one year from the time of delivery and this was notated at the time of sale. Unfortunately this scenario does not fall under those terms as it has been impacted. The top repair kit has been sent out via ***** and we have quoted the discounted top price at this time. Thank you. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid paradise grills $54,545 for a outdoor kitchen. The kitchen was delivered to my property on March 13, 2024. I inspected the kitchen and I refused to sign for it's assembly because the lights were not working properly. The Red and Blue lights do not work correctly on the app nor on the remote. The Sales Rep and the Delivery Manager promised this would be corrected within 6 weeks. There was no dispute from the delivery crew, delivery manager or sales manager. They all agreed the lights were defective. I also called the corporate headquarters and they promised this would be fixed. As of 5/14/2024 I have no update. Please require Paradise Grills to communicate with us and fix the defective lights as promised.

  Business response

  05/22/2024

  We have attempted to schedule the customer for service to troubleshoot the LED Lights however he is refusing the service. If we can mutually agree on a date with ******************** we will send the technician out right away. Thank you. 

  Customer response

  05/22/2024

   
  Complaint: 21711601
  
  I am rejecting this response because:

  This not an accurate statement.  The business has twice sent technicians to our property and all the technicians have admitted to us that the lights are defective.

  I was present when the technicians were on the phone with the regional manager explaining their app had to be updated.

  Paradise Grills can send a technician to our property on 5/23 or 5/24 and we will gladly receive them.

  However, these are just tactics played by the regional manager.  He's a dishonest business man that makes profits by playing these games with customers.

  It's all part of a strategy to wear down the customer.

  
  Sincerely,
  
  *************************

  Customer response

  05/22/2024

  Attached is a photo of the Paradise Grills service technician working at our property.  He sat at our grill from 4:00 to 8:00 in the evening staring at us demanding he would not leave until we signed a waiver.  We had to call our next door neighbors to witness how Paradise Grills was treating us on our own property.  We had already paid in full for the grill but we refused to sign his form because the lights were defective.  I was also on the phone with *** our sales person that evening.  *** promised they would update their phone app which would correct the defective lights.

  Business response

  05/23/2024

  Our sales reps do not have the authority to make such promises, as most all companies do not allow. To update an app is not a simple process, and one that is being addressed, however until a resolve can be implemented we have a resolve/fix that the customer refuses to use and it is simply another app.

  Customer response

  05/25/2024

   
  Complaint: 21711601
  
  I am rejecting this response because:

  I write software applications and phone apps for over twenty years.  I update phone applications, and this is another childish/pathetic response from Paradise Grills.  This defect affects all of their customers and their employees who support the paradise grills products.  The employees call and plead with this fool, but his eyes are full of villany and fraud because he makes a living stealing from people.  And he gets rich doing it.

  Lies, lies and more lies and today companies get rich lying to customers.

  The regional manager is a pathological liar and deceiver.  I was assured on the phone by this regional manager that the app would be updated within six weeks.

  I vehemently refused delivery of this defective product.

  I am requesting a full refund for the entire amount of the kitchen due to their calculated practice of deception.

  
  Sincerely,
  
  *************************

  Customer response

  05/28/2024

  This is irresponsible behavior by the Better Business Bureau.  I can prove this company has defrauded and deceived us as consumers and the BBB is proving that you are supporting this FRAUD.

  The Florida BBB is guilty of criminal fraudulent conduct.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new kitchen from Paradise Grille. I spent over $30,000 and it was just delivered and installed on May 8, 2024. We have not even used or hooked up the grill as of yet and all of the stainless steel is showing signs of rust. This is very disappointing to see the low quality of stainless steel used in the appliances provided. I wiped them down with Windex, and after the paper towels was bright orange from rust stains. Also, when the gentleman came to install the kitchen, they did a very poor job. They ran the electrical cords through the front opening of the refrigerators across my floor on my lanai, which is very sloppy and they should have ran it in inside the casing of the kitchen. This was not the quality or customer service that We were expecting to receive for the amount of money that we spent with this store. We are requesting someone to contact us regarding getting all new appliances, including three fridges and the grill unit and the stainless steel door and drawers as they are all rusting and we have not even, used the unit and theyre under a covered screened in lanai. I am including some photos of the rest. But I also have a video that is a little clearer and easier to see the rust on the kitchen that I can provide if needed.

  Business response

  05/15/2024

  At the time of installation the customer provided the extension cords to the delivery crew after the install was completed. As requested we did test the units on site. Regarding the appliances, the #*** stainless steel used in the construction of our grill is rust and corrosion resistant, not rust and corrosion proof. The corrosion resistance will be reduced by any contamination of the surface by corrosive agents, such as dirt, fertilizers, chlorine, pesticides, masonry dust, high salt content air and other corrosive substances. Regular cleaning preserves the stainless steels appearance and integrity and minimizes the amount of effort required to maintain the stainless steel. To resolve these concerns we have scheduled a Service Call for Thursday May 16 to polish the stainless steel appliances. We did offer to run the electrical cords at this time as well but the customer stated this was completed. Thank you. 

  Customer response

  05/20/2024

  I am still waiting for Paradise grills to get back to me regarding the resolution to replace all of the defective rusted appliances and foot rails. Paradise grills sent out a technician to polish and attempt to remove this rust on Thursday of last week, however they were unsuccessful in doing that. I have emailed, ****** and **** last Thursday and I am awaiting their response on a good resolution.

  Customer response

  05/20/2024

   
  Complaint: 21698917
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  05/21/2024

  We have been working with ****** from Paradise Grill via email to try and come up with a resolution regarding the issue. Were having with our brand new ?? Outdoor Kitchen that was delivered on May 8, 2024 and had rust staining on the appliances and grill and chair rails. ****** has stated she will replace out the chair rails however the appliances are not covered under the warranty for rust. We find this response. Unacceptable as the items are brand, new and unused, and were delivered in that manner. we are looking for Paradise Grill to do the right thing and replace out the defective appliances and chair rail. Please let us know how we can come up with an expeditious resolution in this matter. Thank you for your time time. Period

  Business response

  05/22/2024

  We completed a service call for the ****** family on Thursday May 16. As you see from the photos attached we were able to polish the appliances to as new condition during their visit. At this time we believe the spots are due to an overspray of chemicals or cleaner. Rust, corrosion, or discoloration is not covered under warranty and needs to be maintained by the customer moving forward. 

  Customer response

  05/22/2024

  I disagree with ****** statement that they were polished to new condition! That is not true.  All of the appliances still show the exact same rust staining as my original complaint. They  did not remove any of the rust staining. All their representative did was come out and use ZEP stainless steel cleaner, which did nothing! ****** did agree to replace the chair rails which I will allow her to do. But regarding the defective appliances that still have rust, I will be filing a lawsuit against the company. Its absolutely ridiculous that the appliances were delivered with rust on them and theyre not willing to replace them out. This is very poor customer service.  

  Customer response

  05/22/2024

   
  Complaint: 21698917
  
  I am rejecting this response because:

  I disagree with Kelsey ********* that they were polished to new condition! That is not true.  All of the appliances still show the exact same rust staining as my original complaint. They  did not remove any of the rust staining. All their representative did was come out and use ZEP stainless steel cleaner, which did nothing! ****** did agree to replace the chair rails which I will allow her to do. But regarding the defective appliances that still have rust, I will be filing a lawsuit against the company. Its absolutely ridiculous that the appliances were delivered with rust on them and theyre not willing to replace them out. This is very poor customer service.  
  
  Sincerely,
  
  *********************

  Business response

  05/28/2024

  The ****** family is set up for a service call this Friday May 31 to swap the bar rail elbows. Rust, corrosion, or discoloration is not covered under warranty and needs to be maintained by the customer moving forward. This was notated under Limitations on the Warranty Terms page and the ********* Sale Sheet provided to the customer on the date of purchase. Both pages are attached below. 

  Customer response

  05/31/2024

   
  Complaint: 21698917
  
  I am rejecting this response because: Paradise grills scheduled an appointment to come out today, May 31 to replace the bar rails and no showed. It has been very frustrating dealing with the poor customer service and communication from ********************** Grilles. We would like for them to reschedule the replacement of the complete bar rails for the next available appointment. Also, we are still seeking to have the rust on the appliances treated or replaced. We did not put any corrosive chemical on the unit. They arrived with the rust on them. We immediately notified Paradise grills of the rust. Its unacceptable that we would receive the refrigerators and the grill with rust on them. We will be proceeding with a lawsuit if there is no other alternative. We were hoping Paradise grilled would do the right thing and rectify this issue for us!

  
  Sincerely,
  
  *********************

  Business response

  06/10/2024

  On May ******************************************************************** the evening and the ******** chose to go to dinner and reschedule. We completed the service to swap the bar rail elbows are indicated on Friday June 7, please see the signed completed service order. The #*** stainless steel used in the construction of your grill is rust and corrosion resistant, not rust and corrosion proof. Oxygen from the atmosphere combines with the chromium in the stainless steel to form a protective chromium oxide film. The corrosion resistance will be reduced by any contamination of the surface by corrosive agents, such as dirt, fertilizers, chlorine, pesticides, masonry dust, high salt content air and other corrosive substances. Regular cleaning preserves the stainless steels appearance and integrity and minimizes the amount of effort required to maintain the stainless steel. We have provided the family with cleaning suggestions.

  Customer response

  06/10/2024

   
  Complaint: 21698917
  
  I am rejecting this response because: Paradise Grills contacted us at 7:30 PM on the scheduled delivery day and told us they wouldnt be there until 9 PM which is unacceptable for a service call. You cant do the repair in the dark. Its unacceptable to expect us to be available at 9 PM after waiting all day for your rep to no-show. As stated previously, the kitchen was delivered rusted. That is not an acceptable condition for a new item we will be following up with a lawsuit tomorrow, since Paradise Grills has been unwilling to resolve this or work towards a resolution with us. 
  
  Sincerely,
  
  *********************

  Business response

  06/19/2024

  This customer received their order in full on May 08, 2024 in pristine condition. We provided service on May 16, 2024  to address any condition regarding the units condition. The warranty does not cover rust, corrosion and discoloration. A foreign chemical was used by the customer to clean their unit which caused the discoloration. We have accommodated the situation by providing another service on June 07, 2024 to replace the customers bar rail elbows. At this time, we consider this matter closed due to improper cleaning materials used on the stainless steel appliances by the customers. 

  Customer response

  06/19/2024

   
  Complaint: 21698917
  
  I am rejecting this response because:
  I never used a foreign chemical on the grill. I only used ZEP stainless steel cleaner after I noticed the rust to try and clean it. The kitchen was delivered with the rust on the units. I called Paradise Grills the same day to advise of the rust, but their office was closed because it was after hours. The delivery men arrived to our home at 4:30 PM and by the time they completed the delivery installation, customer service was closed.  We have filed a small claims lawsuit against Paradise Grills and we will fight this in court as we know that we did nothing to damage or cause the rust on this outdoor kitchen. 
  Sincerely,
  
  *********************

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My outdoor Paradise grill kitchen is only 2.5 years old and the countertop piece broke off into pieces. I contacted the company for repair and they wanted to charge me $3000 for this repair. I said this is not acceptable for a grill kitchen thats only 2.5 years old since it is a defective installation of their granite countertop. They are not backing up their warranty of their product. The business is saying the warranty is not transferable since I just bought the house in the last couple months. That is not acceptable since the grill and outdoor kitchen is only 2.5 years old. This is not right for a new product to fail like this. They mentioned on their website they have a lifetime warranty. This indicates fraudulent business practices by this company. I would like to get this fixed under the warranty for such a new product.

  Business response

  02/06/2024

  As outlined in our contracts Final Sales Agreement, all warranties are non-transferable and only extend to the original purchasing Customer at the original site of delivery. We have sent a quote for a replacement countertop if they wish to purchase a new one. If they wish to proceed with the quoted counter top please do not hesitate to contact us and we will install. 

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The advertisement states the item came with a foot rail. I contacted the store and I was told this was a promotional item and the rail would be extra. I explained that their advertisement included the foot rail and I had taken a picture of their advertisement showing what was included. I was told that the picture shows restrictions apply. I again went line by line items with what they printed was included with my purchase and They refuse to honor what was in writing.

  Business response

  01/25/2024

  The unit in the picture is an example of our St ****** 7' GX5 model with all options and not a representation of what the customer bought. The customer purchased the **Line Edition at a special price point which did not include the foot rail. This information was presented to them at the time of signing the final sales agreement on 12/27/2023 which clearly stated it was the **Line version.  The customer accepted the delivery on 1/12/2024. At the time of delivery, they signed stating all items have been received and inspected to be in good condition. It was also signed off that they would not receive any items, model changes or accessories not listed on this delivery order.

  Customer response

  01/25/2024

   
  Complaint: 21179294
  
  I am rejecting this response because:
  I am not referring to the picture , I am referring to what is in print, it clearly states what is included with the purchase , spinds Like bait and switch to me ! 
  Sincerely,
  
  ***********************

  Business response

  01/26/2024

  As notated previously the photo posted is of the upgraded models price tag. You can see the Factory Model price tag showing the price of $7,995 had an asterisk stating *RESTRICTIONS APPLY. Attached you will find the agreement signed upon the sale for the Factory Paradise X Model which does not include the bar rail. We are willing to quote the customer for the upgraded bar rail if they wish to purchase. 

  Customer response

  01/29/2024

   
  Complaint: 21179294
  
  I am rejecting this response because: 

  this is classic bait and switch and we will not recommend. We would accept the rail and withdraw our reviews however to make it right! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called customer service after delivery and noticed that the wiring was loose, I advised the agent ( SKY ) and she said she would forward it to her supervisor, waited for a response but that didnt happen. Called again and another agent said they can send someone to look at it but the cost was $250.00, I said that was unacceptable and that it should be fixed because I dont want to have a fire. She would not send a repair person unless I paid the $250.00. It should be covered under the warranty but she said I signed off, I said that was on the delivery not on a defective wiring installation.

  Business response

  12/11/2023

  We are very sorry for any miscommunication. The customer is currently on schedule for service to check that the wiring is properly installed on  December 27th, 2023. Thank you.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Request for Resolution Regarding Outdoor Grill Claim I am writing to address an issue we have encountered with a year-old outdoor grill. The countertop is deteriorating, and despite filing a claim with Mary P****** we were informed that the claim has been denied. Ms. P***** has been unresponsive in providing details about any higher authority to escalate the matter or contact information for further assistance. While expressing regret, she has not offered any substantive help. We seek your assistance in resolving this matter promptly.

  Business response

  11/14/2023

  Mr. C*** was delivered on July, 20th  2022. He is outside of the one year warranty and after assessing the photos give by the customer, the counter top has been impacted and the customer would need to purchase a new one. We have offered them to purchase a new top at our discounted rate. If the customer would like to make this purchase we would be hoary to come out and install a new counter top. Thank you. 

  Customer response

  11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is a defect.  The ledge is falling off. No impact just a lack of quality workmanship.  Stand behind your work like the salesman stated you would.  Pictures of the edge falling off.   This is how you treat customers that pay 12k for your product?
  
  Sincerely,
  
  ****** ****

  Business response

  11/21/2023

  As stated previously the photos reflect that the counter was impacted and we have offered the customer to purchase a replacement at a discounted price. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 19 we had a dinner at our home and we were grilling on our grill from paradise grills. Had 7 ribeyes, 7 pieces of corn, and asparagus. About 5 min into cooking the grill started shooting flames out the power button on the light switch then out the front led light. Then the knobs for the controller then melted off and flames shot out the front of those as well. With in minutes the kid then blew open and a huge flame exploded about 2 to 3 feet in the air. We eventually got the fire controlled enough to get the propane tank off and then extinguished the flames. I then went on line to the website to find that they had a recall on their propane grills so I called. After several email and sending several photos I was told that it was my fault for not maintaining the grill. Keep in mind I clean this thing regularly I’m a former chef of 17 years and currently a building inspector of 15 years. I also performed a leak detection on the system and found a gas leak. Yet they still stand there and say it’s lack of maintenance yet they haven’t sent anyone to our house at all. I spent close to 17k on my island which is now useless as the main part is trashed from the fire. Myself and my family could have been severely injured due to this and my home could have went up in flames. I believe a replacement is in order.

  Business response

  10/11/2023

  Our customer was delivered their outdoor kitchen one year and 8 months ago on 2/2/2022. We have reviewed all photos and there appears to have been a grease fire due to lack of maintenance. We have requested the photos of the leak detection test to show where the customer feels the grill is leaking, however we have not received those phots yet. 

  Customer response

  10/24/2023

  I’m just getting back and have gotten the response from the business and it is unacceptable. I sent in the photos of the gas leak detection and have followed up with two separate emails. I submitted all the photos and there is no grease that caused a fire.  At this point if this does not get resolved we will take legal action agains the company. 

  Business response

  11/02/2023

  This kitchen was delivered one year and 8 months ago on 2/2/2022 and the photos we received indicate a grease fire due to lack of matinee. We have still not received any photos of a leak detection test and we request customer to please send us those as soon as possible.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 9th I bought a grill from Paradise Grill Jacksonville, Florida, with a specific delivery date that was written on the purchase order by the sales representative. The sales representative also helped arrange for a contractor to come and install the grill the day after the delivery. I was therefore under the impression that all was set for the delivery until Paradise Grill canceled the delivery. Their explanation was that they called me two days before the delivery to confirm if I still want the grill delivered on Wednesday and I did not pick up the call. There was no reason for me to expect a call two days before delivery to be asked if I want a delivery for a date that was on the sale slip and for which the store helped me find an installer for the day after. I did not expect such a call and I was in an area with very little cell service. If the sale representative would have told me that I need to make myself available for a call two days before to avoid a delivery cancellation, I would have provided alternative phone numbers. This delivery cancellation created a big problem for me because the grill was supposed to be ready for my son -in-law 30th birthday for which celebration he invited ten friends from New York. I purchased this grill specifically for this event, otherwise I would not have spend so much money on a grill that could be bought cheeper from other places. I was deceived with the promise of on-time delivery, which I did not get. Even more, when I return their call the day before the delivery, I was told by the manager Daisy that nothing can be done, because the truck for the next day was full and that I should have answered my phone. Daisy also refuse to try to understand my situation and when I explained that I like in this case to get my money back, she stated that the sales are final, even if the grill was obviously, according to her own words, not on the truck. She also stated that I received multiple phone messages, but this was a lie. I had only one message two days before delivery, that stated to call back, which I did, the day after, and one day before the agreed upon delivery day. I believe that if such a dramatic change needs to happen, such as cancelling somebody’s order, the company should call more than once and make sure that the messages state that the delivery is canceled. The manager Daisy stated that this is the company’s protocol, to cancel deliveries, if the customer does not answer to their call. It is to highlight that she did not even try to get the grill on the truck, to respect the company’s delivery date from the sale slip. I paid for the grill 8,245 dollars because I expected good quality service, but instead I got an overpriced grill and a very unhelpful manager. I like to receive the grill and a discount of 20% for the inconvenience.

  Business response

  08/25/2023

  We apologize for any inconvenience or miscommunication however the sales team does not schedule deliveries. No, specific date is written on the contract only a "Requested Delivery Timeframe" and there is an email sent by the representative at the time of sale copying in the customer to the corporate office asking to schedule delivery. Corporate contacted the number written on the contract 2 times on the day of sale 8/9/2023 and left a voicemail asking to schedule the delivery. We did not receive a return call. Corporate must confirm with the customer as well as have it in written form on the agreed upon date in order to schedule a delivery. Trucks are loaded in one to two days in advance so we are sorry we were unable to accommodate you the day before. The customer has been delivered their product on 8/23/23. 

  Customer response

  08/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not accept the answer for the following reasons:
  When I purchased the grill ( by phone) I received texts and confirmation via phone that the delivery will happen within five days - see the text messages below. I was told to rush to sign the sale slip to have it delivered on time, in five ( see picture of the sales slip), which I did. After I signed the papers, I was copied on an email between the sale rep and delivery stating “I - aka the sales rep - am ready to schedule the delivery”. The email did not say “the client must call to schedule a delivery”. At that time, I therefore believed that it is a done deal.  At no point was I told that I should look for additional emails or wait for phone calls to set up a delivery,  which I was under the impression that it was already set up. I bought many appliances and furniture in my life and I never needed to talk to anybody else, but the sales person.  If the procedure with this company was so different than any other , I, the customer, should have been told so. I should have been warned that the delivery is not set up and that I need to call to do so.  
  In addition, the day before the initial delivery, when the grill was still in the warehouse , when I ask for my money back because I would not get the item as promised I was told that the sale is final . So no grill, no money back. I was forced to get the grill whenever the company felt that they should deliver, not when promised and when I needed it. Therefore I believe that a 20% reduction is deserved. 
  
  Sincerely,
  
  ***** *** ******

  Business response

  09/05/2023

  The text messages do not show any indication of a scheduled date. We do apologize for any miscommunication with the sales representative, however we are not able to give a 20% reduction. We made multiple attempts to contact the customer to schedule the delivery after the sale. Once the scheduling team was able to get in contact with the customer and get a written confirmation of the agreed upon delivery date, we promptly scheduled the customer for the soonest available date and the customer is now delivered at this time. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PARADISE GRILLS 3702 37TH ST ORLANDO FL 32805 (407)-502-2167 On July 30th, 2023, me and my wife visited Paradise grills (Address Above), We were greeted and spoke to Salesman Blake. We were interested in getting a backyard grill. We were talking about buying a showroom model unit at a reduced price. We discussed two different models for purchase. We decided on a payment of $28,279.68. We decided on a showroom model. When signing documents about final sales agreement, all documents were explained except for the “Final Sales Agreement -Terms & Conditions of final sale specifically paragraph 2 Final Sale. The information is written in capital letters and bold print. (THIS SALE IS FINAL AND NON-CANCELLABLE BY CUSTOMER FOR ANY REASON). This was never explained by the sale person while reviewing final sales agreement paperwork prior to signing. Please see attached for full explanation of the dispute. I have the email with the contract attached for the explanation. Sincerely, ******* *** ******* ******

  Business response

  08/11/2023

  On 7/30/2023 the ******* purchased an out door kitchen from our Orlando showroom. The Final Sales Agreement along with the Final Sales Agreement - Terms and Conditions of Sale were both signed by the customer and it states on both parts explicitlyt that the sale is non-cancellable. The Final Sales Agreement - Terms and Conditions of Sale states:  "Final Sale. This sale is final and non-cancellable by Customer for any reason. Customer’s down payment, additional payments and final payment are non-refundable. Customer’s payment(s) shall be forfeited to PGD if Customer fails to pay in full the Total Purchase Price within one (1) year of the date of this Agreement. Customer shall not receive any products, model changes, options or appliances not expressly listed in this Agreement. If PGD, in its sole and absolute discretion, allows Customer to cancel this Agreement, then Customer agrees to pay PGD a non-refundable cancellation/re-stocking fee equal to five percent (5%) of Customer’s Total Purchase Price under the Agreement." We would look forward to getting the ******* scheduled and delivered. 

  Customer response

  08/21/2023

  If the company replied back on 8/11/23, I never received an email until 8/21/23. So we never got an opportunity to address the company response prior to this case being closed. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩